Case #1292 — Marlow London
pam@pulsford.info · order 2401 · state imported · label none yet · rung 0
Facts
Order #2401
open
not set
2026-08-06 16:29:51
—
2026-08-14 19:30:08
Engine shadow decision
| id | 933 |
|---|---|
| thread_key | <619F0E89-167B-4708-985C-452DC8810366@pulsford.info> |
| store_id | marlow |
| message_id | 5766 |
| case_id | 1292 |
| label | OFF_SCRIPT |
| label_confidence | retried |
| extracted_vars | {"order_number": "", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "", "chargeback_ultimatum": false} |
| decided_action | ESCALATE |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | |
| actual_action | escalate |
| actual_text | |
| agreed | 1 |
| latency_ms | 4552 |
| model_used | claude-runner:claude-sonnet-5 |
| error | model returned no valid label after 2 attempts (rejected: []) | call B: no draft field in model output |
| created_at | 2026-08-14 21:55:57 |
Latest draft
from decision #3546 · action=reply · 2026-08-10 16:35:36 · dry-run
Hi there,
Thank you for reaching out, and I am so sorry the tankini sets are not fitting as hoped, that is really frustrating, especially after waiting for your order.
Rather than going to the trouble of arranging a return, I would much rather send you free replacements in the correct size. You would keep the sets you already have with our compliments, and there is nothing to send back.
Could you let me know what size you would like instead for each set, the Fuchsia and the Teal and Red Floral?
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Sizing/fit return per RULE sizing-return-free-replacement-first: offer free replacement in correct size first, no refund/return label mentioned; refund explicitly demanded so kept off auto-send for human review.
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Full thread
I am afraid these do not fit. I will need a full refund. Thank you. P Pulsford On 1 Aug 2026, at 00:47, Marlow-London <support@marlow-london.com> wrote:
96
Track your order now via the Track & Trace. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
Your order is on its way for delivery, Mrs! Your order is on its way for delivery and will arrive soon! 🚚✨ Want to track your package? Just click the button below.
Track your order
Order: #2401
1 x HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS
33.96 GBP
1 x HONORIA | SPORTY THREE-PIECE TANKINI SET WITH POCKETS
33.96 GBP
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© 2026 MARLOW LONDON
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These items don’t fit unfortunately. Please give me a total refund and a returns label. Thank you. P Pulsford On 7 Aug 2026, at 03:34, Marlow-London <support@marlow-london.com> wrote:
96
We’ve successfully delivered your order. ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏ ͏
Dear Mrs, Good news — your order has been delivered! 🎉 We hope it met your expectations and that you’re thrilled with your purchase. As a little thank-you, we’d love to offer you a 25% discount on your next order — just use the code THANKYOU25 at checkout. We can’t wait to see you shop with us again soon! 💛 Warm regards, Sarah Customer Support Team
Shop with 25% discount
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Don't want to receive any more emails? Unsubscribe .
Please would you organise a refund asap.
Thank you
P Pulsford
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Pam
Email:
pam@pulsford.info
Body:
I need a refund for the 2 tankinis I ordered. Order
number 2401. Please acknowledge and respond asap and I have
already messaged twice.
You received a new message from your online store's contact form.
Country Code:
GB
Name:
Pam Pulsford
Email:
pam@pulsford.info
Body:
Please would you send a refund for my order please and a
reply to this email asap as I have messaged several times. Order
number 2401